Our Guarantee & Policy
110% DOA GUARANTEE / RETURNS
**Please read before placing your order**
We work hard to make sure plants arrive in good shape. The feedback we've received tells us we're doing a good job.
However, if your plants are DOA 'DEAD ON ARRIVAL' (only applicable if EXPRESS option is chosen), please provide us with pictures of the plants in their original packaging within 2 hours of arrival (As marked by courier delivered time stamp)
Submit to (doa@aquascaperoom.ca), so we can verify and provide you with 110% money spent on plants back in the form of store credit*
We cannot provide a store credit for plants that have already been planted in your aquarium.
Customers who opt for REGULAR shipping DO NOT qualify under our Dead On Arrival Policy.
Your Responsibility
Customers are responsible for checking their tracking number(s) regularly for updates and to make note of the expected delivery date and time. If you aren't available to take delivery of your order on the first attempt by the postal / courier service, the DOA guarantee doesn't apply.
If you've received the wrong item due to an error on our side, we'll cover the cost of return shipping.
You should expect to receive your store credit within 2-4 business days of providing us photos.
Studio Creations Policy
If a item from our Studio Creation Category arrives DOA. The credit will be restored for the plant portion of the item. (Example: Anubias Nana Attached to Stone arrives DOA. The 110% credit will be for the plant portion of the item only- NOT THE HARDSCAPE IT IS ATTACHED TO.)
Aquascaperoom does not offer refunds for Dead on Arrival plants. Refunds are only issued if the wrong plant is shipped.
Aquascaperoom reserves the right to hold shipments due to weather or other uncontrollable factors. If you have any questions contact info@aquascaperoom.ca
Aquascaperoom is not responsible for missed shipments/ undeliverable items due to incorrect shipping information provided at checkout
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
*110% DOA Guarantee Excludes shipping and applicable taxes.
Coupon & Sale Policy
At Aquascaperoom, we uphold our commitment to fair and consistent pricing for all our customers. Therefore, in adherence to our policy, please note the following regarding discounts, sales, and order cancellations:
Order Pricing and Sales: Should an order be pending shipment and a new sale or discount is initiated, we regret to inform you that Aquascaperoom will be unable to retroactively apply these new discounts or sale prices to existing orders. We strive to maintain fairness in pricing and offer promotions that are applicable at the time of purchase.
Refunds for Cancellations: Any refunds resulting from order cancellations will be processed after the conclusion of the ongoing sale or discount period. This practice has been established to prevent customers from strategically placing orders before anticipated significant sale events such as Black Friday, Boxing Day, or any other prominently advertised sales in advance. Additionally, a 15% restocking fee will be deducted on orders that are attempted to be cancelled within 24 hours of the scheduled ship date.
We appreciate your understanding and cooperation in complying with our Coupon & Sale Policy, which ensures equitable treatment for all customers and maintains the integrity of our pricing practices.
If you have any further queries or require clarification regarding this policy, please do not hesitate to contact our customer service team for assistance. Thank you for your continued support and patronage.
Buy & Save Deals: Offers such as "buy x, get x", apply exclusively to regular potted and tissue culture plants. Packages, XL plants, and Studio Creations are not eligible for these promotions and cannot be counted towards them.
